Previously, the processes we now use Service Management for, were done manually. Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation. Everything is there and supported by the fact issues data that is being captured.

Clear processes with transparent responsibilities led to more efficiencies within the teams. Reporting and exporting them was easy.

We provide a service to a large truck manufacturer, and they wanted to implement a customer service team that had an automated escalation process. Since they had a lot of different products, and each product had its own business rules to escalate, that was possible because of the Business Process feature that Cherwell has. It allows you to define, based on several criteria, such as incident classification, specific item in the service catalog, and the end-user, which way the escalation process goes.